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Contact Centre on Demand

Virtual Contact Centre is no pain, easy to setup centralized call service. Using the concept of Software-as-a-Service, All-Touch™ brings call centre solutions to you at monthly recurring fees. No hardware, no intergration or interfering with your LAN or telephone system.

Forget about expensive hardware, software, training and administrative costs. All-Touch™ Virtual Contact Centre is a full featured, enterprise class contact centre product, minus the intergration headaches of premise based equipment. There are no heavy upfront costs - a PC is all that an agent need. Designed to meet your call centre needs, All-Touch™ Virtual Contact Centre provides leading edge contact centre technologies and features, improving your customer' experience, and giving you new management efficiencies.

Key Benefits


    Multimedia Contact Distribution

  1. Virtual Call Centre design to supports multi site and home operations without additional effort or cost. Agents can be anywhere using internet from a PC.
  2. Reliability is built into the architecture; All-Touch™ Virtual Contact Centre's redundant core servers, telephone and ethernet network and highly-available systems exceeds the availability of on-premise solutions. Systems are monitored and maintained 24/7/365.
  3. Scalability allows instant and large expansion without technology changes. Confidently subcribe to only the amount of capacity needed without restricting future seamless growth.
  4. Management and Monitoring capabilities provide real-time control and status from a PC.
  5. Service level alerts or alarms are instilled to uphold high customer expectation.
  6. Easy to use interface designed similiar to Microsoft 2007 Office Suite for greater user-friendliness.
  7. Fully integrated with Second CRM application with browser/server environment. You can even integrate with locally hosted Second CRM (Enterprise Edition).

    Key Features


    Multimedia Contact Distribution
  • *Skills-based routing.
  • *Delivers voice calls web-chat, email, fax sms to skilled agents.
  • *Multi-tenant for sub call centre setups.
  • *Real-time monitoring of call trafic, queue monitors and agents status.
  • *Route calls based on number dialed or caller-id.
  • *Customized music or message on hold.
  • *Customized voice prompts at IVR.
  • *Virtual agent extensions across any number of sites.

    Real-Time Reporting/Monitoring
  • * Supervisor position shows real-time load and current agents' activities.
  • * Monitoring of service level.
  • * Historical reporting using MS Excel.
  • * RPivot tables and pivot charts.
  • * Data can be downloaded permanently for quick access.

    Call Recording and Monitoring
  • * Live monitoring of agent calls in progress.
  • * "Whispering" feature to provide on-call training.
  • * Recording on demand by agent.
  • * Recording retrieval by agent, queue, date/time, number dialed, caller-id, comments etc.
  • * Recordings can be hosted locally.



    CTI (Computer Telephony Integration)
  • * Screen pop from Second CRM.
  • * Integration at call centre side is provided free.
  • * Calls can be made directly from Second CRM and will be    automatically logged as well.
  • * Second CRM can be hosted locally (Enterprise Edition) or remotely    [Professional Edition].

    IVR (Interactive Voice Response
  • * Customized greetings and prompts.
  • * Supports customer entered digits.
  • * Unified Messaging.
  • * Open and closed office hours announcements, calendars of    holidays, schedules, etc.

    Fax Management
  • * Fax from agent' desktop.
  • * Route incoming fax via queue to agents.

    SMS Server
  • * Send SMS from agents' desktop.
  • * Route incoming sms via queue to agents.
  • * SMS broadcasting.

    Web Chat
  • * Route web-chat via queue to agents.

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